The player from Italy had tried to withdraw 1946€ but his request had been canceled by the casino. The casino had stated that he exceeded the daily limit due to a pending withdrawal of 5000€ lodged three days prior. No bonuses had been used and his account was verified. After numerous unsuccessful attempts to withdraw the remaining balance, the player had lost all his funds. We had concluded that as long as the withdrawal was shown as pending, the casino could limit the possibility of requesting another withdrawal. Therefore, the complaint had been rejected.
JackTop Casino - Player's withdrawal request is consistently canceled.
Amount: €6,946
JackTop Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
This casino keeps cancelling my withdrawal of 1946€
They say I have exceeded the daily limit of 5000€ because I have a pending withdrawal of 5000€, which I lodged 3 days ago!
The account has already been verified.
No bonuses were used.
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8 months ago
Dear carsix79,
Thank you very much for submitting your complaint. I am sorry to hear about the issue with your withdrawal. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you previously withdrawn any funds successfully?
Also, have you received any updates from customer support regarding the approval and processing of your initial withdrawal request of €5000?
To confirm, is it accurate to say that your second withdrawal request is being denied only because you have one withdrawal request that is still pending?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
I have never withdrawn funds so far.
The first request of €5000 is still pending
The second request for €1946 is repeatedly canceled without reason. They say it's because they have to process the first withdrawal first. This is false because you can have up to three pending withdrawals
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8 months ago
Translation
these are the emails received by my VIP manager
I tried to insert the €1946 withdrawal on the days following the €5000 withdrawal already inserted so I did not exceed any daily or weekly limit.
It seems like a tactic to exasperate the players.
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8 months ago
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Update:
The first withdrawal has passed into the process phase and therefore cannot be cancelled. They made me enter the bank details for the transfer.
The problem remains that even now I try to enter the second withdrawal but they continue to cancel it for no reason.
Clear tactic to make me play and lose everything. For this reason I asked the VIP manager twice to suspend the account until next Tuesday so as not to lose the funds. I wanted to suspend him indefinitely but he wrote to me that withdrawals would be further delayed (see last two screenshots below).
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8 months ago
Translation
The casino's fraudulent conduct had the outcome they aimed for.
After numerous correspondence via email with the VIP manager Fletcher (God only knows what I would do to him!) in which I expressed my disappointment and concern for the second withdrawal which was repeatedly canceled (even now I don't know the reason!), I asked him suspending my gaming account three times to preserve my funds.
The suspension of my account had already been applied immediately on Friday at my request and subsequently extended immediately until yesterday also at my request. Knowing that the freeze period expired yesterday and I still had €1946 on balance that they wouldn't let me withdraw, I therefore asked for yet another extension of the suspension period as you can see from the attached screenshots.
This morning I tried for the umpteenth time to withdraw the remaining €1946 and for the umpteenth time my withdrawal was cancelled. Frustrated and angry I tried to play and to my surprise my account had not been suspended as I requested!
I lost my entire balance which I now want back!
Below is the endless list of withdrawals canceled by the casino for no reason.
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8 months ago
Thank you for the update. I am sorry to hear that you lost your entire balance.
Please understand that as long as the withdrawal is shown as pending, the casino may limit the possibility of requesting another withdrawal.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
